电力公司客户服务管理.doc

电力公司客户服务管理的毕业论文 电力公司客户服务管理 摘 要 客户服务管理的核心理念是企业全部的经营活动都要从满足客户的需要出发以提供满足客户需要的产品或服务作为企业的义务以客户满意作为企业经营的目的客户服务质量取决于企业创造客户价值的能力即认识市场了解客户现有与潜在需求的能力并将此导入企业的经营理念和经营过程中优质的客户服务管理能最大限度地使客户满意使企业在市场竞争中赢得优势获得利益 Power company customer service Management ABSTRACT Customer service management is the core concept of enterprises of all business activities to meet customer needs to meet customer needs to provide a product service as the obligation of the enterprise customer satisfaction as the purpose of business Customer service quality depends on the enterprise to create customer value namely the understanding market understand existing customers and potential demand ability and the implementation of enterprise management concept and management process Quality management of customer service to imize customer satisfaction so that enterprises in market competition to win advantage benefit This article through to the power company customer service management present situation analysis combine the characteristic of power company put forward to suit our country electric power enterprise customer service managemsystemFollowing the simple norms practical principle the power company customer service management system system design to achieve the power company and the electricity customer organic cooperative and designed to focus on whole-hearted service to customers design thus improving the power between a company and its customers better cooperation system This current to our country electric power company to carry out effective customer service management has important guiding significance and application value Key words customer service customer service management management system 目 录 中文摘要 英文摘要 第一章绪论 3 11 客户服务的定义 3 111 客户服务的特征 3 112 客户服务对现代企业发展的重要作用 3 12 电力客户服务的概述 3 121 电力客户服务理念的形成 4 13 电力客户服务的意义 4 131 电力客户服务与企业经营管理 5 132 电力客户服务与企业公共关系 6 第二章 电力客户服务人员管理 7 21 电力客户服务团队管 7 211建立高效电力客户服务团队 7 212内部满意度管理 8 22 电力客户服务人员的素质要求 8 221 提高电力客户服务人员的综合素质 9 222 优秀客户服